Service Manager Strategy update, SM 9.3 Automation ......2013/03/06 · uCMDB V10 – What’s New & Advanced uCMDB Discovery Script Development Using uCMDB Web-Services Add course

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Service Manager Strategy update, SM 9.3 Automation Integrations, and Service Anywhere v2 Quick PeekMarch 6, 2013

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© Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

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June 11, before HP Discover beginsLas Vegas, Nevada

uCMDB V10 – What’s New & Advanced uCMDB Discovery Script Development Using uCMDB Web-Services

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Housekeeping

• Prize Drawings!

• This “LIVE” session is being recorded• Q&A


Speakers

Jacques ConandDirector of Product Management

HP Software

Scott KnoxSenior Product Manager

HP Software

Chuck DarstSenior Product Marketing Manager

HP Software


Agenda

• HP Service Manager Strategy update – Jacques Conand

• SM 9.3 Automation Integrations – Scott Knox• Service Anywhere v2 Quick Peek – Chuck Darst• Q&A


HP Software roadmap for HP Service Manager

Published: February 2013

© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.9

This is a rolling (up to three year) Roadmap and is subject to change without notice.Forward-looking statements

This document contains forward looking statements regarding future operations, product development, product capabilities and availability dates. This information is subject to substantial uncertainties and is subject to change at any time without prior notification. Statements contained in this document concerning these matters only reflect Hewlett Packard's predictions and / or expectations as of the date of this document and actual results and future plans of Hewlett-Packard may differ significantly as a result of, among other things, changes in product strategy resulting from technological, internal corporate, market and other changes. This is not a commitment to deliver any material, code or functionality and should not be relied upon in making purchasing decisions.


This is a rolling (up to three year) Roadmap and is subject to change without notice.HP confidential information

This Roadmap contains HP Confidential Information. If you have a valid Confidential Disclosure Agreement with HP, disclosure of the Roadmap is subject to that CDA. If not, it is subject to the following terms: for a period of 3 years after the date of disclosure, you may use the Roadmap solely for the purpose of evaluating purchase decisions from HP and use a reasonable standard of care to prevent disclosures. You will not disclose the contents of the Roadmap to any third party unless it becomes publically known, rightfully received by you from a third party without duty of confidentiality, or disclosed with HP’s prior written approval.


HP’s vision for IT Service Management


HP Performance Suites

Optimize• Service & Portfolio

Management• Application

Lifecycle Management

• Cloud Automation • Business Service

Management

IT

Govern• Archiving &

Compliance • eDiscovery• Enterprise

Content Management

• Data Protection

Legal & Compliance

Secure• Application Security• Security Intelligence• Network Security

Security

Monetize• Web Content

Management & Optimization

• Intelligent Contact Center

• Customer Interaction Analytics

Marketing

Professional services, support, education, and global partners

Technology engines: IDOL, Vertica, Logger, Executive Scorecard, TruClient, Run-time Service Model


Service & Portfolio Management visionSimplify the management of IT services

Strategy to

Portfolio

Requirement to Deploy

Request to Fulfill

Detect to Correct

Strategy, Planning & Governance

Application Lifecycle Managemen

IT Service Management


Managing the entire service lifecycle from strategic demand to operational support

Service & Portfolio Management

Service and Portfolio Management

Signatures for compliance

Codeless configuration

Context-basedcollaboration

Market-leadingdiscovery

Strong project workflow engine

Asset Management

Automate discovery and dependency mapping of hardware, software, servicesUniversal CMDB and Universal Discovery

IT Service ManagementIntegrate and automate service management and optimize the quality of IT services

Service Manager Service Anywhere

Project & Portfolio Management

Strategy, Planning, and Governance IT Executive Scorecard

Application Portfolio Management

Real-time control of investments, portfolios, and resources


The world does not stand still……

Evolution is in “Warp Speed”….


DevOps and social ITPeople and process transformations

ConsumerizationSimplification

IT transformation & shift to LoB

Accelerated Application Delivery

Insight with more data & fewer staff

Business is adopting cloud 2.5x faster than IT

WHY: speed, flexibility, economics

Operations

DevOps

Insight


Optimising a multi-supplier eco-system

The challenge of managing multiple suppliers

By 2015, 40% of the most successful CIOs will use cloud sourcing to cut costs and generate new revenue in order to out perform competitors (Gartner)

Business

Inhouse IT

BusinessDemand & Supply

Chain

Sing

leEx

tern

al

Supp

lier

BusinessDemand & Supply Chain

Exte

rnal

Su

pplie

r

Exte

rnal

Su

pplie

r

Inte

rnal

D

eliv

ery

Service Orchestration

Inte

rnal

Del

iver

yFlexibility


HP Service Management latest


Enhanced end-user self-service

HP Service Manager 9.31 highlights

Self-service PortalEnhanced Self-service supportEnhanced Customization capabilitiesSM CollaborationIn-context conversations for incidents and changeIntegration with MS LyncSM integration with UCMDB and BSMEnhanced SM-UCMDB integrationIntegrated UCMDB browserDowntime management in Event-to-Fix


Coming next


This is a rolling (up to three year) Roadmap and is subject to change without notice.

All product views are illustrations and might not represent actual product screens.

HP Service Manager - nextProcess Designer Help DeskInteractionIncidentProblemSM MobilityTechnology refactorCustom fields supportService Request CatalogSRC tablet supportDynamic field & value supportOOB fields/sections in SRC checkout panel configurationFederal MandatesIPv6 level BCAC supportFIPS 140-2 level 1


HP’s plan for future HP Service Manager releases



HP ITSM directions

IT processes• Codeless process handling across SM• Integrated automation

User experience• Multiple form factors• Consumer-grade experience

TCO• Platform evolution• Integrated CMS and discovery

Multi-supplier management• Leveraging SIAM services framework• APIs for Case Exchange• Supplier management and governance


Process Designer footprint expansion – Future

SM process migration to Process Designer

All ITSM modules enabled on Process Designer

Simplified, efficient best practice flows based on ITIL v3 and HP Service Management Reference Model

Knowledge

Change

Service DeskIncident

Problem

Request

Release



User Experience, Collaboration and Mobility

ITSM user experience

Improved User ExperienceRedesigned UI with improved User ExperienceBuilt-in collaboration and knowledgeNative support of multiple form factorsHighly tailorable and integrateableMobility extensionUse of HP Anywhere mobile platformMini-apps to specific user populations for SM, AM and Service Anywhere



SM platform evolutionRelational database modelAdditive to SM 9.x data modelTable and Forms editorsMetadata-driven editors for forms and tablesSeparation between product content and customer extensionsReportingIn-tool reportingOpen interface to data model for reportingREST APIsInitially focused on Case Exchange for multi-supplier integrationIntegrationsLeverage OO to automate remediation and actions



SM product directions

Core Process Designer

PD for HelpDeskSurvey integrationTime period managementSmartphone clientSRC on tabletsDynamic options in CatalogFederal mandates

Full Process Designer

PD Request FulfillmentTablet UIREST API for Case ExchangeEnhanced reportingGamification of KM

New User Interface

New UI for tablet and desktopForm EditorOO integrated in all PD tasksPD-enabled master dataSimplified Catalog MgtMulti-Supplier Management

Relational data modelNew (additive) relational data modelVersion based UpgradePD Release & Deploy MgmtNative RCEnhanced UCMDB/CM integrationSimplified SLM

Next


Technology synergy

Service Manager – Service Anywhere synergy

HP Service Manager

HP Service Anywhere

Pro

cess

Des

igne

rC

onte

nt Change

HelpDesk

Request

Release

Continuous transferof technology

V1

9.30


Summary and ConclusionHP ITSM is part of the HP Service and Portfolio Management portfolio which manages the entire IT service lifecycle, from planning and governance to development and operation

HP IT Service Management software product portfolio is made of 2 distinct product lines implementing the same vision in a different way:• HP Service Manager for on-premise, with unmatched functional breadth and depth with

proven scalability and rich integrations• HP Service Anywhere for SaaS, bringing an innovative collaborative and codeless

approach to ITSM

HP Service Manager and HP Service Anywhere each have a strong roadmap, leveraging the best of both worlds to provide 2 strong alternatives to customers for the automation of IT services


Automation 4 ITSMScott Knox


It all boils down to show me the money

Why do I care about automation

• Accuracy • Agent efficiency • Task time • The Mrs Doubtfire• Repeatability


Touch points for automation

• Bidirectional • Multiple Technologies• Web services • Email • Connect-It• Many Processes• Change Management • Knowledge • Configuration Management


Incident Generation

Samples

• Receive email • Open ticket• Map email content into ticket• Proceed ticket handling


Event Management

Samples

• Detect issue in environment• Generate event to OMi• Correlate, Filter, Deliver • Open ticket in Service Manager • Proceed ticket handling


Change Verification

Samples

• Discover CIs • Assess delta• Pass relevant changes to Service Manager• Identify viability of change• Accept or trigger unplanned change• Accept and change CMDB or process as unplanned change


Unplanned Change

Samples

• Discover CIs • Assess delta• Pass relevant changes to Service Manager• Identify viability of change• Accept or trigger unplanned change• Accept and change CMDB or process as unplanned change


Incident remediation

Samples

• Search Knowledge • Find article for my problem• Trigger resolution via OO flow • Document ticket re resolution or failure


HP Service Anywherev2 coming


HP Service Anywhere

Service Level TargetsInitial Review and Resolution targetsBy Service and PriorityInteractions and IncidentsWork queue prioritizationSLT achievement reporting

Improved ChartingUpdated lookStacked bar charts

Landing PageSet a Dashboard as the landing page

Productivity ImprovementsExpert search based on Query EditorHover formsSorting of record listsSet user preferences

Localization Software localized into 11 additional languagesDocumentation localized into 5 additional languages

What’s coming next


Prioritization and achievement tracking

Service Level Targets

Initial Review and Resolution target typesConfigurable by the customer (using new rule types)Service centric approachTargets are defined for a Service for IM and SD and for each PriorityWork queue prioritizationNext SLT field contains the date/time when the next SLT will be reachedAlert Definitions can use this field to trigger escalations at pre-determined intervalsSLT achievement reportingMetrics are captures for each Incident and InteractionElapsed Time and Target Time for each SLT typeReports will show rate of achievement in each module for each target over time


New look and expanded chart types

Improved Charting

Updated charting packageModern look Better interactivity

Stacked bar charts An additional dimension of data is displayedAllows the comparison of the parts to the whole


Landing Page, Productivity Improvements, & Localization More choices for the landing page after loginQueue OptionsDashboard Options

Expert search based on Query EditorHover formsSorting of record listsUser preferences

Software11 additional languages in v2Brings total to 15 languages:Arabic, Brazilian Portuguese, Czech, Dutch, English, French, German, Hungarian, Italian, Japanese, Korean, Polish, Russian, Simplified Chinese, Spanish

Documentation5 additional languages in v2Delivered within 60 days of the software release


www.hpserviceanywhere.com

V2 goes live on the sandbox at the end of March (after the 26th)

HP Service Anywhere Community Discussion Forum -http://h30499.www3.hp.com/t5/Service-Anywhere/ct-p/service-anywhere

http://www.hpserviceanywhere.com/

http://h30499.www3.hp.com/t5/Service-Anywhere/ct-p/service-anywhere


https://hpln.hp.com/group/service-managerHP Live Network & More information

HP ITSM Blog: www.hp.com/go/itsmblogHP ITSM Product Pages:www.hp.com/go/itsm

https://hpln.hp.com/group/service-manager

http://www.hp.com/go/itsmblog

http://www.hp.com/go/itsm

http://h30499.www3.hp.com/t5/IT-Service-Management-Blog/bg-p/sws-ITSM_BLOG

https://twitter.com/HPITSM

http://h30499.www3.hp.com/t5/HP-ITSM/Join-the-conversation-HP-ITSM-Product-Communities/td-p/5952311

http://www.youtube.com/channel/UCYW8AQvnmIvH9yiHhz7ubEA/videos?flow=grid&view=1

http://www.linkedin.com/groups/HP-ITSM-4828727?home=&gid=4828727&trk=anet_ug_hm


Q&A


Thank You

Documents

Service Manager Strategy update, SM 9.3 Automation ......2013/03/06 · uCMDB V10 – What’s New & Advanced uCMDB Discovery Script Development Using uCMDB Web-Services Add course